We make decisions based on what we think is fair and reasonable, accounting for the unique circumstances of each case we receive. We anonymise our decisions and write them in a way that prevents the person or small business complaining from being identified.
This database holds all the final decisions we’ve published since 1 April 2013 under the Financial Services and Markets Act 2000, as amended by the Financial Services Act 2012.
Your search returned 381196 results
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Decision Reference DRN-5754732
29 Aug 2025 AA Underwriting Insurance Company Limited Not upheldInsuranceDRN-5754732 The complaint Mr B complains about the total loss valuation AA Underwriting Insurance Company Limited (‘AA’) placed on his car when he made a claim on his car insurance policy for its theft. What happened Mr B contacted AA on 23 September 2024 to make a claim on his car ins... (3 pages)View decision -
Decision Reference DRN-5785053
29 Aug 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5785053 The complaint Ms T has complained that Lloyds Bank PLC won’t refund the money she lost after falling victim to a scam. What happened In 2021, Ms T was added on social media by a scammer, who began a remote romance with her. As the months went on, the scammer asked Ms T for m... (5 pages)View decision -
Decision Reference DRN-5724164
29 Aug 2025 Mercedes-Benz Financial Services UK Limited UpheldConsumer CreditDRN-5724164 The complaint Mrs H complains that the end of contract charges invoiced by Mercedes-Benz Financial Services UK Limited “(MBFS”) when she returned a car were unfair. What happened In October 2021 Mrs H entered into a hire purchase agreement (a personal contract plan) for a ne... (3 pages)View decision -
Decision Reference DRN-5462831
29 Aug 2025 Zopa Bank Limited UpheldConsumer CreditDRN-5462831 The complaint Mr B complains that Zopa Bank Limited (Zopa) didn’t follow the correct process when his vehicle was subject to a rejection. Mr B believes he’s been impacted financially as a result. What happened In June 2023, Mr B acquired a used car through a hire purchase ag... (4 pages)View decision -
Decision Reference DRN-5785014
29 Aug 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5785014 The complaint Ms T has complained that Barclays Bank UK PLC won’t refund the money she lost after falling victim to a scam. What happened In 2021, Ms T was added on social media by a scammer, who began a remote romance with her. As the months went on, the scammer asked Ms T ... (5 pages)View decision -
Decision Reference DRN-5670846
29 Aug 2025 Trading 212 UK Limited Not upheldBanking and PaymentsDRN-5670846 The complaint Mr S has complained that Trading 212 UK Limited (“Trading 212”) prevented him from transferring an ISA from another provider to it. Mr S says that Trading 212 is responsible for his attempts to transfer his ISA being unsuccessful. Mr S also says that Trading 21... (3 pages)View decision -
Decision Reference DRN-5784762
29 Aug 2025 Fortegra Europe Insurance Company Ltd UpheldInsuranceDRN-5784762 The complaint Miss P complains Fortegra Europe Insurance Company Ltd (“Fortegra”) has unfairly declined her claim for a replacement car under her motor warranty policy whilst hers was being repaired. She says being without a car has caused her financial hardship and distress... (3 pages)View decision -
Decision Reference DRN-5782461
29 Aug 2025 Vodafone Limited UpheldConsumer CreditDRN-5782461 The complaint Mr F complains about the sale of a fixed sum loan agreement taken out with Vodafone Limited. What happened In January 2024, Mr F took out a fixed sum loan agreement with Vodafone to pay for a brand new mobile telephone handset. I’ll call this handset ‘Device On... (4 pages)View decision -
Decision Reference DRN-5592149
29 Aug 2025 OPOS Limited Not upheldConsumer CreditDRN-5592149 The complaint Mr M complains that Opos Limited contacted him about a debt they should have reasonably known was statute barred. What happened Mr M’s complaint centres around a credit card account that was held with a business I’ll refer to as M. The account fell into arrears... (3 pages)View decision -
Decision Reference DRN-5784848
29 Aug 2025 Haven Insurance Company Limited UpheldInsuranceDRN-5784848 The complaint Mr O complains that Haven Insurance Company Limited mishandled his claim on a motor insurance policy. What happened The subject matter of the insurance, the claim and the complaint is a hybrid electric car made by a premium-brand car-maker and first registered... (9 pages)View decision
